Rob W.

I write technical documentation and build short, practical training courses for SaaS companies and growing teams. I also help businesses learn to use AI tools such as Claude and ChatGPT effectively in their day-to-day work. If new hires take months to get up to speed, customers keep asking the same questions, or your team wants to use AI but isn't sure where to start, I can help. Sound familiar? * New hires depend on one busy person for every answer. * Your training is a long slide deck that nobody finishes. * Help center articles are out of date, so support tickets keep piling up. * Key processes live in someone's head or in a Slack thread from last year. * Your team uses AI, but struggles to get reliable results or evaluate what it produces. What I build Technical writing * User guides and help center articles * Knowledge base and wiki content (ServiceNow, Confluence, Zendesk) * Standard operating procedures (SOPs) and process documentation * Release notes and product update guides Training and micro courses * Microlearning modules that take 5–15 minutes to complete * Product training and certification programs * Interactive software simulations built from screenshots, so learners can practice without a live account * Quizzes, knowledge checks, and job aids * LMS course setup (Absorb LMS, Canvas, SCORM) Practical AI training for business * Hands-on training in Claude and ChatGPT for everyday business tasks * Identifying opportunities to use AI in existing workflows * Writing better instructions by providing relevant context, examples, constraints, and goals * Recognizing common AI traps and critically evaluating outputs * Applying AI to research, analysis, documentation, and content development * Learning when to use AI, what to verify, and where human judgment matters My approach goes beyond prompt tips. I help people understand how to work with AI outputs, recognize limitations, and apply AI thoughtfully to real business problems. Onboarding * Employee onboarding programs and role-based learning paths * New-hire checklists and first-week guides * Customer onboarding guides and Loom video walkthroughs Background * Designed a platform certification program for an AdTech company, with more than 260 professionals enrolled and an average learner rating of 4.62/5. * Nine years of SaaS technical writing across 60+ software platforms. * Twenty years of university teaching experience, including graduate and undergraduate courses built in Canvas LMS. * Teach graduate-level courses in AI marketing and AI research methods. * Author of 28 published books, including ten Lonely Planet books. How I work 1. Define the goal, audience, and what success looks like. 2. Gather source material and interview subject matter experts, so they don't have to write everything themselves. 3. Develop clear, practical content or training tailored to the audience. 4. Review, revise, and deliver content ready to use. I use AI tools to accelerate research and drafting, but I check the work carefully. For AI training, I also help learners understand why outputs can be misleading and how to evaluate them critically. Tools: Absorb LMS, Canvas, SCORM, Loom, Notion, Confluence, Zendesk, Google Workspace, Microsoft 365, Markdown, Claude, ChatGPT